Effective Customer Services

Published: 11 May 2021
Last edited: 11 May 2021

Effective customer service is achieved through the development of an online payment system and customer service enabled mobile app (currently under development). These measures enable clients to interact with the service, submit applications, requests, and payments and even look for any upcoming value chain services.


Collection of baseline and monitoring data and knowledge
Communication, outreach and awareness building
Education, training and other capacity development activities
Evaluation, effectiveness measures and learning
Scale of implementation
Phase of solution
Planning phase

Enabling factors

The existence of a mobile-based payment system and customer service app, enables the customers and other actors to interact with the service providers providing valuable feedback on the kinds of services they demand, hence increasing the effectiveness of service delivery.

The community we are serving is urban and trending towards high levels of smart phone ownership and internet access.

Lessons learned

Service delivery through mobile-based applications enables information to be passed easily to users. This has helped increase community awareness of proper waste management practices.


The majority of the community we intend to serve are conversant with the mobile-based payment system in Kenya and thus, the mobile-based text (USSD) has helped facilitate the services where smartphones could not reach.


Some youths and women we target to subscribe to the franchise model of the waste collection are technologically shy and require encouragement.